Service Desk Analyst (1st Line support)
£27,000
Monday to Friday 8.30am - 5.30pm
Permanent
Wirral
Due to incredible business growth we are EXCLUSIVELY recruiting for a highly skilled 1st Line Support Analyst to join their team.
Our client has a hugely exciting future with plans to grow their business dramatically over the next 12 months which will have a fantastic impact on the development and internal promotion of their employees as well as additional recruitment.
This is a very busy and varied role where team work and a positive approach to challenges is extremely important. If you thrive working at speed where no one day is the same... this is the role for you!!
Reporting to: Head of Service
Job Purpose
The role will oversee the patching and updating of Windows systems within our client’s organisation. This involves ensuring timely deployment of patches, minimising system downtime, maintaining compliance with security standards, and addressing any issues that arise during the process. The position will also involve 1st line support on our service desk which provides exposure to a broad range of client installations and requires wide-ranging IT skills, including the ability to prioritise workload and communicate to customers.
Key Duties and Responsibilities
- Provide criticality assessment of Microsoft issued OS Patches
- Administration of Endpoint Protection Software to proactively monitor kiosk System Health
- Co-ordination of test activity to ensure Software updates are approved for deployment.
- Complete planning activities to deploy patches across kiosk estate.
- Production of OS Patch and AV definition status reports for external stakeholders
- Co-ordination of Approvals with customer change control process
- Provide 1st Line Support for all customer issues raised via telephone or via our Helpdesk platform
- Communication to Customers, 2nd Line Support and Field Service Engineers.
- Provide a professional response to customers in a timely manner.
- Resolution of Software issues, including escalation and management of issues to 2nd line support.
- Organisation of replacement hardware with Operations Team.
- Awareness of SLA’s when resolving issues.
- Performing administrative support duties, as required, to meet specific operational objectives
- Performing miscellaneous job-related duties as requested by Heads of Departments
- Ensure that a high level of customer service and support is provided to all customers.
Skills, Knowledge and Experience
• Minimum of 3 years’ experience in IT systems management or a similar role.
• Use of remoting software such TeamViewer.
• Diagnosing and resolving application and Windows system related issues.
• Use of ManageEngine an Advantage
• Imaging and installing Windows OS.
• Optimising and maintaining Windows OS.
• Diagnosing network related issues including LAN and Wi-Fi.
• Use of Microsoft Office
• Hospitality and POS advantageous
• Nova and LED experience advantageous
Person Specification
Strong communication and teamwork abilities
Authority and confidence in own decisions
Ability to meet targets and remain calm under pressure
Ability to manage own workload and prioritise
Ability to communicate effectively and build positive relationships at all levels both internal and external to the Company
Flexibility and openness to change
Willingness to learn and adapt is essential
Excellent problem-solving and analytical skills
Location
The role will be carried out in both of the Company’s premises on the Wirral
Hours of Work
Mon-Thur 8:30-17:30
Fri 08:30- 15:30